File Storage Troubleshooting Guide

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Step 1: Enable the Receive Files Mode on the Target Device

This is the most common cause of support requests. If you want to receive files on a mobile device (e.g. iPhone, iPad, or Android), you have to enable the Receive Files mode.

On your iPhone and iPad:

1. Tap on the Edit button.
2. Tap on the Import button in the toolbar (in the lower-right corner).
3. Select From other device.

On your Android:

1. Tap on the Receive Files tab.
2. Tap on the Receive Files button.

Sometimes, turning the Receiving Files mode off and back on again can help.

If you are still not able to connect, please go to Step 2.

Step 2: Check Your Network Connection

Please be sure you have a network connection on both your device and your computer. They must be connected to the same local network, via WiFi or Ethernet. On your device, make sure WiFi/Bluetooth is enabled.

If you are still not able to connect, please go to Step 3.

Step 3: Check Bonjour is Working Properly

File Storage relies on Bonjour to discover the device on the network. If Bonjour cannot find your device, there is no way to pair it with the Companion application. There are typically 2 reasons why Bonjour cannot discover the device on the network:

1. A firewall/antivirus on your PC/Mac/router is blocking port 5353, which is necessary for Bonjour to work properly. Firewall software such as Norton Antivirus, AVG Anti-Virus, ZoneAlarm, Little Snitch, and others can prevent File Storage or Bonjour from communicating with your device.
2. Your router does not support the "multicasting" feature. Bonjour requires that your router supports "multicasting.” There are some routers that do NOT support Multicasting. Contact the manufacturer of your router to find out how to enable the multicasting feature if supported.

There is an easy way to test if your network connection is setup to allow Bonjour. To do this, you will need to install Apple's free Remote app on your device and try to pair it with iTunes on the computer (this uses the same method of connection as File Storage).

To get started follow these steps:

1. Open the App Store on your device.
2. Tap Search, and search for Remote.
3. Select the free Remote application from Apple, Inc., and install it (if using an iPad, Remote will be listed under "iPhone Apps").
4. Open Remote on your device and tap "Add Library".
5. Open iTunes on your computer and select your device from the Devices list on the left side of the window (you should be prompted to enter a 4-digit passcode).
6. Enter the passcode shown on the device in iTunes in order to complete the pairing.

If Apple's "Remote" app works, you should be able to see and control your iTunes library on your device. This means your network setup is fine. Please go to Step 4.

If you cannot successfully pair Remote with iTunes, this means that Bonjour is not working in your network setup.

Step 4: Still Experiencing Issues?

Contact us for assistance, and be sure to include as many details as possible.